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Guided troubleshooting

SunRise Support Agent

Pick a symptom, follow safe first checks, and create a clean support handoff for NovaLCT, SunX, controllers, firmware, and LED screen issues.

Knowledge BaseVideosOpen Ticket

Guided workflow

Move from symptom to ticket-ready summary

The Knowledge Base is for browsing. This page is for guided troubleshooting and collecting the details engineering needs.

Step 1

Choose the issue

Search symptoms or filter by software, controller, network, downloads, or display behavior.

Step 2

Run first checks

Follow the safe checks before changing NovaLCT, SunX, firmware, or receiving-card settings.

Step 3

Hand off cleanly

Capture model, software version, screen size, connection method, and recent changes.

NovaLCT / NovaStar

NovaLCT basic screen configuration

Use when a customer needs to configure a NovaStar LED wall from the beginning or after controller/computer changes.

Escalate

Recommended steps

  1. 1Collect controller model, receiving-card model, cabinet pixel size, cabinet count, and the current configuration backup before changing settings.
  2. 2Confirm the computer has the correct NovaLCT version and required driver installed.
  3. 3Use test patterns first so the customer can separate signal input problems from screen-configuration problems.
  4. 4Configure screen width, height, cabinet layout, and data flow according to the physical cabinet wiring.
  5. 5Send to hardware only after the layout preview matches the installed wall, then save a local backup named by site and date.

Escalate when

  • The customer does not have the receiving-card file or previous backup.
  • The screen shows random pixels, lines, or incorrect color after sending configuration.
  • The wall uses unusual cabinet wiring, mixed cabinets, or live-event timing.

Sources and links

NovaLCT Manuals and Driver

NovaStar

Official NovaStar product page with NovaLCT software, synchronous manual, multimedia player manual, release notes, and driver links.

NovaStar

NovaStar Online Workshops

Training

Official NovaStar training videos, including NovaLCT basic configuration, blackout, flickering, brightness, redundancy, and multi-screen topics.

NovaStar

NovaStar Official Download Center

NovaStar

Official source for NovaLCT, ViPlex, firmware, drivers, manuals, and release notes.

NovaStar

Open a SunRise Support Ticket

Ticket

Use when a customer needs engineering review, warranty support, or account-specific help.

SunRise Admin

Ticket handoff

Capture the details engineering needs before the issue is escalated.

Open Ticket